Using E‐S‐QUAL to measure internet service quality of e‐commerce web sites in Greece

Abstract

PurposeThe purpose of this paper is to examine the applicability of the electronic service quality measurement instrument E‐S‐QUAL and its factor structure in the context of e‐commerce in Greece. Also, to investigates the effects of E‐S‐QUAL factors on customer perceived overall quality, value and loyalty.Design/methodology/approachField research was conducted by using a structured questionnaire, utilizing the E‐S‐QUAL model and replicating the work of the model's developers. Principal component analysis, reliability tests and multiple regression analyses were performed to both confirm the scale factor structure and answer the research questions.FindingsThe analysis of the research data confirmed the four factor structure of E‐S‐QUAL in the context of e‐commerce in Greece and produced similar results to those of the initial research. Efficiency was proved to be the highest ranked dimension since it has a significant positive effect on all three dependent variables, namely perceived overall quality, value and loyalty. Privacy has a positive significant effect on both perceived overall quality and value. Fulfillment was found to have a significant positive effect only on perceived overall quality, while service availability affects positively only perceived value.Originality/valueThe present study contributes to the examination of E‐S‐QUAL's applicability in different settings and to the verification of its factor structure. Moreover, the study provides useful insight into the effect of electronic service quality on customer perceived value and loyalty.

The Importance of Usability Aspect in M-Commerce Application for Satisfaction and Continuance Intention

“…Efficiency is defined as the ability of a system to be used easily and quickly [3], [9], [14]. M-commerce applications must be used efficiently in supporting transactions so that enjoyable.…”

A proposed scale for measuring the quality of social media services: An E‐S‐QUAL approach

“…The scale's validity and reliability tests show good psychometric properties, but the authors of E-S-QUAL invite examination of the scale in other environments. E-S-QUAL has been applied in a variety of e-service industries such as online shopping (Santouridis et al, 2012;Li et al, 2012;Yang et al, 2010), online banking (Petnji et al, 2011), online book stores (Boshoff, 2007), online grocery sites (Rafiq et al, 2012), social commerce (Lee et al, 2012), microbloggings (Hu et al, 2012), and different geographical and cultural environments including the online shopping experiences of African American and Chinese customers (Meng & Mummalaneni, 2010), online banking in Turkey (Akinci et al, 2010), and an online Spanish supermarket (Marimon et al, 2010). It also has been applied in non-profit settings such as university websites (Zada et al, 2012), and egovernments (Alanezi et al, 2012;Connolly et al, 2010;Jun et al, 2009).…”

Investigating the Success Factors of Hotel Websites: The Case of Egyptian Hotels

“…Diaz & Koutra (2013) argued that the reasons for this rapid increase in Internet usage are the numerous benefits that the Internet can provide to both the hotel and the consumer. Hotels can reduce their distribution costs and thus increase their profits as well as reach a larger potential target market (Law & Hsu, 2005), enhance service quality (Diaz & Koutra, 2013), gather information and make direct contact with potential customers (Rust & Lemon, 2001;Santouridis, Trivellas, & Tsimonis, 2012;Winnie, 2014), help retain customers and improve their satisfaction. In addition, websites were found to be one of the most effective ways for hotels to influence the travel plans of customers.…”